Complaint statistics

Total cases registered per month 2021-2022

Month Total cases
July 2021545
August 2021541
September 2021 
October 2021 
November 2021 
December 2021 
January 2022 
February 2022 
March 2022 
April 2022 
May 2022 
June 2022 
Total1,086

Total cases closed – FYTD at 31 August 2021

Case issueDescriptionTotal
Billing High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds, etc. 536
Credit Payment difficulties, disconnection, bad debt, etc. 59
Customer service Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues, etc 73
Land Impact of network assets, maintenance, vegetation management, etc. 20
Marketing Conduct of energy marketers, misleading information, pressure, non-account holder signed up, etc. 10
Provision Problems with new or existing energy connections, etc. 71
Supply Quality of energy supply, damage/loss, outage, etc. 41
Transfer Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership, etc. 21
Other Customer issues that do not fall into the above categories 5
Referral Customer is referred to other organisation 114
General enquiry General enquiries for information 112
Total 1,062

Note: All case issues other than 'Referrals' and 'General enquiries' include a combination of 'Referral to Higher Levels', 'Refer back to suppliers', and 'Investigations'.


Total cases closed per month 2021-2022

Month Total cases
July 2021536
August 2022526
September 2021        
October 2021 
November 2021 
December 2021 
January 2022 
February 2022 
March 2022 
April 2022 
May 2022 
June 2022 
Total1,062

Previous years

Further historical complaints date available on the Open Data Portal.